Customer Support Specialist (SaaS)

Customer Support Specialist (SaaS) WorkTime

About WorkTime

WorkTime is a SaaS company providing a non-invasive employee monitoring and productivity platform that is fully GDPR & HIPAA compliant. Our solution helps businesses gain actionable insights while maintaining transparency and trust.

We are looking for a Middle Technical Support Specialist who will act as a bridge between our customers and the product/engineering teams.

Responsibilities

• Provide high-quality technical support for the WorkTime platform via email and chat.
• Communicate with customers in strict accordance with company standards and customer service guidelines.
• Investigate, reproduce, and resolve complex user issues regarding platform operation, basic system configurations, and integrations.
• Prepare clear, structured bug reports and feature requests for the development team.
• Work closely with Engineering, QA, and Product teams to resolve incidents efficiently.
• Assist customers with technical onboarding and setup inquiries.
• Maintain and contribute to internal and external documentation and knowledge base articles.
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Requirements

• 2+ years of experience in Technical Support / Product Support (L2) in a SaaS environment.
• English level B1 or higher (written).
• Strong analytical thinking and attention to detail.
• Good general understanding of modern web applications and SaaS architecture.
• Basic understanding of APIs and general technical concepts required to troubleshoot web services.
• Strong ability to analyze issues logically and find root causes.

• Excellent communication skills: ability to explain technical concepts to non-technical users clearly and professionally.

   

Nice to Have

• Experience with B2B SaaS platforms.
• Familiarity with data privacy concepts (GDPR, HIPAA) or employee analytics/productivity tools.

• Experience interacting with internal engineering or QA teams.

   

What We Offer

• Competitive salary in USD based on experience.
• Hybrid work model: 4 days in the Kyiv office, 1 day remote.
• Highly professional, result-oriented environment.
• Stable, growing company with 20+ years on the market.